2️⃣How to create a Knowledge Base (FAQ)
FAQ is systematized answers to common questions. The user writes questions to the bot and receives an appropriate answer by keywords, or selects a topic and questions in the catalog
Navigation:
1. Creation of categories
In the Automation -> Knowledge base –> Categories tab click + Add category button and fill in the required fields:
Category name
Parent category (for subcategories)
Sort – the order in which the category will be displayed in the general list
Status – Active/Inactive – displaying the category in the bot
On the left is a clickable panel displaying the category structure.
Clicking on each category will expand its editing.
2. Creating messages (questions and answers)
In the Automation -> Knowledge base –> Questions/Answers tab click + Add a question button and fill in the following fields:
Indicate the category to which the message belongs
Write the title of the question
Describe the answer, also you can add an image
Add a list of keywords, separated by commas, by which the user will receive an answer to his question
Sort – the order in which the question will be displayed in the general list
Status – Active/Inactive – displaying the question in the bot
3. Enabling the knowledge base
In the Settings -> Company tab, activate the knowledge base and keyword search:
The knowledge base can work separately without searching by keywords.
4. An example of the work of a knowledge base in a chatbot
The knowledge base and keyword search are displayed as buttons:
An example of a question-answer in the form of a category:
An example of an answer through keyword search:
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